Alternative Indexes for Monitoring Customer Perceptions of Service Quality: A Comparative Evaluation in a Retail Context

In 2 independent studies, the relative validity of various indexes that can be used to summarize consumers' service quality ratings are examined. In Study I, using typical commercial survey data from a fast-food/convenience retail chain, both the mean and top-box percentiles are found to be the...

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Veröffentlicht in:	Journal of the Academy of Marketing Science 1998-07, Vol.26 (3), p.209-221
Hauptverfasser:	Hurley, Robert F, Estelami, Hooman
Format:	Artikel
Sprache:	eng
Schlagworte:	Attitude surveys Brand loyalty Comparative studies Consumer attitudes Consumers Customer satisfaction Customer services Kurtosis Market shares Marketing Perceptions Performance management Quality of service Ratings & rankings Researchers Retailing Skewness Statistical analysis Studies
Online-Zugang:	Volltext
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